Customer Service Supervisor

POSITION SUMMARY: The Customer Service Supervisor is responsible for coaching and developing a team of domestic Customer Service Representatives (CSR's) to ensure that Matheson Tri-Gas's (MTG's) customer service meets the performance expectations of the Specialty Gas and Semi-Gas Divisions.

ESSENTIAL ACCOUNTABILITIES:

• Manages the performance of the domestic CSR Team to ensure:

Contract review upon receipt of order -Accurate customer data entry (including pricing), invoicing

Prompt processing of returns, credits and complaints

Efficient management of customer orders via phone, purchase order, EDI and/or e-commerce.

Proactive solicitation of customer feedback through use of customer surveys and the customer complaint system. -

• Assists Regional Customer Service Manager in the training and certification of Customer Service Representatives (CSR's) to perform their essential functions.

• Monitors CSR performance to ensure that CSR's are managing lead times as per MTG's service policy, that order information is being validated with the customer and that the CSR has followed the essential protocols for managing the overall customer interaction - including a customer satisfaction check.

• Works in conjunction with Regional Customer Service Manager to set customer service goals for CSR's, conducts periodic review and employee feedback sessions and assesses overall performance, including recommending corrective actions. -

• interfaces with external customers and sales as needed to resolve problems and to manage new or special customer requirements.

• Assesses productivity and workflow and works with CSR and Regional Manager, as appropriate towards optimization and continuous improvement.

• Attends daily meetings with plant supervisors to resolve order-related issues re-prioritization, rush orders, revised orders, etc..

• Coordinates inventory levels for key customers at the appropriate branch and/or depots, as required. -

• Provides back up for CSR's and/ or Regional Customer Service Manager when necessary.

• Is a member of the local quality team and conducts internal audits, as required.

CORE COMPETENCIES REQUIRED (Skills essential to job success): Interpersonal savvy, functional and technical skills, organizing, time management, problem solving, customer focus, negotiating, decision quality, timely decision making, building team spirit.

CORE COMPETENCIES DESIRED (Skills that enhance job success): Peer relationships, dealing with ambiguity, composure, conflict management, integrity and trust.

Technical Knowledge:

Knowledge of MTG's business

Knowledge of MTG's functional areas

Knowledge of MTG's products

Knowledge of MTG's transaction systems

Telephone Communications

Computer skills

Knowledge of invoicing and shipping procedures

Knowledge of compliance and regulations as it relates to shipping/handling of MTG's products

Knowledgeable in the utilization of quality tools such as process mapping and overall system design based upon prevention, performance management and metrics

Training, Education and Experience required

3-5years of Customer Service experience, proven management capability, preferably in the specialty gas/equipment business BS in business, marketing, logistics, or a technical degree (Optional)

Matheson is an Equal Opportunity Employer that complies with the laws and regulations set forth under EEOC.. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. EOE AA M/F/VET/Disability